Terms of service
Terms of Purchase (Pre-Contractual Notices)
I. General
The website **[www.im-mutes.hr](http://www.im-mutes.hr)** is owned by: **I.M., obrt za usluge, vl. Igor Mrnjavčić, Gradečka ulica 52, Vrbovec, Croatia**.
All materials available on the **[www.im-mutes.hr](http://www.im-mutes.hr)** website are the exclusive intellectual property of **I.M., obrt za usluge, vl. Igor Mrnjavčić** and may be used solely with the express authorization of the holders of copyright and/or trademark/design rights.
**I.M., obrt za usluge, vl. Igor Mrnjavčić** enables the use of the services and content of the **[www.im-mutes.hr](http://www.im-mutes.hr)** website as regulated by these Terms of Purchase.
These Terms of Purchase form part of the Seller’s obligations under the Croatian **Consumer Protection Act** and are intended to clearly and comprehensibly inform the Buyer—prior to concluding a distance contract—of a number of circumstances relevant to the conclusion, performance, and termination of the contract, all in accordance with the applicable legislation.
The term **Seller** refers to **I.M., obrt za usluge, vl. Igor Mrnjavčić**.
The term **Buyer** also refers to: the typical consumer (a natural person who, outside any business activity, orders and pays for any product via the web shop services available on the Seller’s website), as well as artisan traders, sole traders, and natural persons performing business activities (who are protected by the Consumer Protection Act only when purchasing products unrelated to their business activities), and all other buyers, such as legal entities.
When selling via the **[www.im-mutes.hr](http://www.im-mutes.hr)** website, the Seller acts in its own name.
These Terms of Purchase constitute part of the distance contract together with the specifications and price(s) of the purchased product(s). Before confirming an order for the purchase of a specific product, the Buyer will be required to accept/confirm familiarity and agreement with these Terms. After order confirmation (contract conclusion), the Terms will be delivered to the Buyer in the body of the email confirming that the contract has been concluded. The Seller reserves the right to amend the Terms at any time, with such amendments taking effect upon publication on this website.
When the Buyer confirms and completes the order, the contract is concluded. The Seller will immediately notify the Buyer by email that the contract has been concluded.
A validly concluded contract requires that the Buyer has full legal capacity.
The Buyer is responsible for the completeness and accuracy of the data entered during registration.
These Terms of Purchase are divided into the categories/information set out below.
Access to **[www.im-mutes.hr](http://www.im-mutes.hr)** may occasionally be unavailable due to works, maintenance, or the introduction of new content, as well as unforeseen circumstances beyond the Seller’s control, which the Seller will endeavor to resolve as soon as possible.
II. Main Characteristics of the Goods
The main characteristics of the goods are presented descriptively and with photographs, based on the product database.
Product photographs are illustrative in nature and may not in all details correspond to the products subject to the order. The Seller specifically points out that the visual identity of a product shown in photographs may differ from the actual appearance of the product—especially due to the Buyer’s monitor settings, differences in color perception on screen, etc. In the event of such discrepancies between the product shown and the delivered product, this does **not** constitute a defect of the product.
Information on products (product description, price, etc.) displayed on **[www.im-mutes.hr](http://www.im-mutes.hr)** may be subject to bugs, application malfunctions, other technical irregularities, typographical errors, etc. In the event of obvious errors or inaccuracies in the product information displayed on **[www.im-mutes.hr](http://www.im-mutes.hr)**, the Seller reserves the right to unilaterally terminate the contract.
Only products indicated in the order as available may be ordered. Due to a high volume of orders submitted simultaneously on **[www.im-mutes.hr](http://www.im-mutes.hr)**, the availability information may not match the actual stock status.
If the ordered product is not available in stock, the Seller will inform the Buyer that the product is currently unavailable, indicate the lead time, and offer the possibility to purchase an alternative product available on **[www.im-mutes.hr](http://www.im-mutes.hr)** that most closely matches the characteristics of the unavailable product.
III. Product Prices
Prices displayed on **[www.im-mutes.hr](http://www.im-mutes.hr)** are expressed in euro (€). Delivery costs are **not** included in product prices and are charged separately, except for orders above a specified amount where delivery is free, all as indicated in these Terms of Purchase.
Before confirming the order, the price of the product, the delivery cost (if applicable), VAT (if the Seller is obliged to charge VAT), and the final total price will be shown separately so that the Buyer can see the final amount payable.
For payments made by e-banking or general payment slip, payment/banking transaction fees are not included in the price.
IV. Delivery Costs
Delivery costs are communicated at the time of ordering for each individual product, as well as the total shipping costs when ordering multiple products.
**Delivery Zones and Rates**
**Zone 1 – Republic of Croatia**
Delivery is charged as follows:
* GLS delivery: **€5.00**
* BOXNOW delivery: **€2.00 – €3.00** (price depends on parcel size)
* For orders over **€100.00**, delivery is free of charge.
**Zone 2 – European Union**
* Delivery is charged **€20.00**.
* For orders over **€150.00**, delivery is free of charge.
V. Costs of Using Means of Distance Communication
The Seller does not charge any additional fees for the use of means of distance communication.
VI. Terms and Deadlines of Payment, Delivery Conditions, and Delivery Time
Products are ordered by selection, using the menu, and completing the electronic form. The Buyer may order and purchase products as a registered or unregistered user. A product is considered ordered once the Buyer completes the entire ordering process.
**Payment methods:**
* Online card payment (Maestro, MasterCard, Visa, Visa Electron, VPAY, JCB, American Express)
* Cash on delivery
* Bank transfer
* Google Pay
* Apple Pay
For credit card payments, payment must be made no later than within the period indicated in the email confirming that the contract has been concluded.
Regarding card payments, the Seller emphasizes that the card payment system is integrated on the website. After selecting **“Card Payment”**, fields will open for entering card details. Card and cardholder data are not stored on the Seller’s servers. If the system declines card authorization, another payment method must be selected. The Seller does not have information on the reasons for declined card authorization, which may be technical or business in nature.
If the Buyer does not receive confirmation that the contract has been concluded after completing the order, it is suggested to check:
* whether the message is in the Junk/Spam folder;
* whether the mailbox is full.
If payment is not made within the specified period, the Seller will also act on a subsequently made late payment by delivering the purchased products. If delivery cannot be performed for justified reasons, the Seller will unilaterally terminate the contract and refund the amount paid.
If payment is duly executed and visible on the Seller’s account, the Seller will proceed with delivery of the ordered products. The invoice will be included in the shipment with the goods.
Ordered products are delivered throughout the **Republic of Croatia** and the **European Union**. Deliveries within Croatia are made via **GLS** and **BOXNOW**. EU deliveries are made via the selected courier service.
Parcels are carefully packed, and the delivery service strives to meet all expectations.
Delivery will take place no later than **20 business days** from the date the payment is visible on the Seller’s account. If delivery of the selected product becomes impossible because the product is no longer available, the Seller must immediately inform the Buyer; the Buyer then has the right to terminate the contract and request a refund, or to accept a later delivery date. Refunds can be expected in the Buyer’s account within **3 business days**.
Whenever possible, all ordered items will be delivered in a single parcel. If stock conditions prevent this, the Seller reserves the right to deliver in multiple shipments.
Delivery is carried out in accordance with the courier’s terms of service and is deemed completed at the moment the product is handed over to the courier.
After the goods are handed over to the courier, a tracking number will be sent to the Buyer’s email address to check the shipment status and estimated delivery time.
The Seller cannot influence the speed of delivery or any complications related to delivery caused by the courier service. For each shipment, the Buyer confirms receipt by signing the delivery note upon delivery.
For islands covered by **GLS**, delivery will be made according to the published schedule. For all other islands not covered by GLS, the Seller will ship via **Croatian Post (HP)**.
If a product sent to the Buyer is returned because the courier was unable to deliver it, the Buyer will be notified by email and offered the option to have the ordered product re-sent to the Buyer’s/recipient’s address upon the Buyer’s emailed request.
If the Buyer does not respond to the email within **3 days** and does not choose one of the offered options, the ordered product will be sent again to the Buyer’s address by the courier service.
When the Seller delivers the product via a courier service, the Buyer is obliged to accept it by signing the delivery note, thereby confirming proper delivery.
If the Buyer orders goods and refuses to accept them, the Seller has the right to withhold from the paid purchase price an amount equal to the delivery costs and other handling charges according to the delivery price list.
**The following are not counted toward delivery deadlines:**
* the day the order/request is received;
* delays due to an incorrect or incomplete Buyer address;
* delays due to force majeure or other reasons not attributable to the Seller;
* non-working days if they represent the beginning or end of the deadline.
If the ordered product is paid by **cash on delivery**, the Seller will deliver the goods within the above deadlines, which run from the order confirmation date. The Buyer is obliged to make payment upon, or immediately prior to, taking delivery of the goods.
VII. Unilateral Termination of the Contract
Only a Buyer who has concluded a distance contract in the manner described above has the right, without stating reasons, to unilaterally terminate the contract within **15 days**. The 15-day period begins on the day the goods that are the subject of the contract are handed over into the possession of the Buyer or a third party designated by the Buyer who is not the carrier/courier. If, in one order, the Buyer has ordered several items to be delivered separately, or if the goods are delivered in several pieces or shipments, the period begins on the day the last item or the last shipment is handed over into possession.
If the Seller does not inform the Buyer of this right, the Buyer’s right to unilaterally terminate expires **12 months** after the end of the regular termination period (i.e., 12 months after the 15-day period provided for regular termination in the case of proper notice). If the notice of the right to unilateral termination is provided within that 12-month period, the right to unilateral termination expires **15 days** from the day the Buyer receives such notice.
Before the expiry of the termination period, the Buyer must inform the Seller of their decision to terminate the contract—this may be completed electronically and sent to the following email address: **[info@im-mutes.hr](mailto:info@im-mutes.hr)**. The Seller will promptly send an acknowledgment of receipt of the notice of unilateral termination by email.
If you unilaterally terminate this Contract, we will refund all payments received from you, including delivery costs, without undue delay and no later than **15 days** from the day we received your decision to terminate the contract. **Return shipping costs are borne by the Buyer.** The refund will be made using the same means of payment used for the initial transaction. We may withhold the refund until we have received the goods back or until you provide proof that you have sent the goods back, whichever occurs first. You must return the goods immediately, and no later than **15 days** from the day you sent us your decision to terminate. Please return the goods by traceable post to:
**I.M., obrt za usluge, vl. Igor Mrnjavčić
Gradečka ulica 52, 10340 Vrbovec, Croatia**
You will be deemed to have fulfilled your obligation on time if, before the expiry of the above period, you send the goods back in a verifiable manner (e.g., registered shipment). You are responsible for any diminished value of the goods resulting from handling other than that necessary to establish the nature, characteristics, and functioning of the goods. If the product is returned defective, with major damage, or without parts and documentation—and if such items are not subsequently provided within **8 days**—it shall be deemed that the Buyer has not fulfilled the obligation to return the goods, and the Seller shall not be obliged to refund the amount paid.
**The Buyer does not have the right to unilaterally terminate the contract if:**
* the Seller has fully performed a service, and performance began with the Buyer’s express prior consent and confirmation that they are aware of losing the right to unilateral termination once the service is fully performed;
* the subject of the contract is goods or services whose price depends on fluctuations in the financial market beyond the Seller’s control that may occur during the termination period;
* the subject of the contract is goods made to the Buyer’s specification or clearly personalized;
* the subject of the contract is perishable goods or goods with a short shelf life;
* the subject of the contract is sealed goods not suitable for return for health or hygiene reasons, if unsealed after delivery;
* the subject of the contract is goods which, by their nature, become inseparably mixed with other items after delivery;
* the subject of the contract is the supply of alcoholic beverages whose price was agreed at the time of contract conclusion, with delivery possible only after 30 days, and whose price depends on market fluctuations beyond the trader’s control;
* the Buyer specifically requested a visit by the Seller to carry out urgent repairs or maintenance; if, during such a visit, in addition to the services expressly requested by the Buyer, the Seller provides additional services or supplies goods other than those necessary for urgent repairs or maintenance, the Buyer has the right to unilateral termination only in relation to those additional services or goods;
* the subject of the contract is the supply of sealed audio or video recordings, or computer software, that were unsealed after delivery;
* the subject of the contract is the supply of newspapers, periodicals, or magazines, except for subscription contracts for such publications;
* the contract was concluded at a public auction;
* the subject of the contract is the provision of accommodation not intended for residential purposes, the transport of goods, car rental services, the supply of food and beverages, or services related to leisure activities, where the contract provides for a specific date or period of performance;
* the subject of the contract is the supply of digital content not supplied on a tangible medium, if performance began with the Buyer’s express prior consent and confirmation of awareness that this results in loss of the right to unilateral termination.
VIII. Liability for Material Defects / Complaints
The Seller is liable for material defects in the goods sold on its website in accordance with the applicable laws of the Republic of Croatia, in particular the **Obligations Act**.
Ordered products are packaged to prevent damage under normal handling during transport/delivery.
If a shipment is damaged in transit, such damage is visible upon receipt; in that case, we suggest that the Buyer **does not accept** the shipment. Please contact us so that we can promptly check the status and send a replacement.
Upon receipt, verification of the order’s correctness is the Buyer’s responsibility. The Buyer must compare the received items with the invoice; if anything is missing, the Buyer must immediately submit a written complaint, as subsequent complaints will not be accepted.
In the event of a visible defect upon delivery, the Buyer is not obliged to accept the product, may refuse receipt, and does not bear delivery costs for such product. Products duly received by the Buyer are deemed to have had no visible defects. The Buyer has the right to complain regarding material defects within the time limits and for the reasons prescribed by the Obligations Act and related regulations.
Complaints may be submitted by email to info@im-mutes.hr or in writing to:
**I.M., obrt za usluge, vl. Igor Mrnjavčić, Gradečka ulica 52, 10340 Vrbovec, Croatia** (subject: “Complaint”).
To expedite identification of the specific order, Buyers are kindly asked to state the order number, invoice number, or their username in the complaint.
The Buyer is entitled to a justified complaint and to return of goods in the following cases:
* delivery of goods not ordered;
* delivery of goods past their expiry date;
* delivery of goods with defects or damage not caused during transport.
If the product has a hidden defect (a defect not discoverable by ordinary inspection on receipt) discovered upon opening, the Buyer is entitled to unilateral termination and a refund, product replacement, defect removal, or price reduction.
The Seller will consider a complaint valid if, upon inspection, the product meets the conditions for complaint under the Obligations Act and the Consumer Protection Act. In such a case, within **15 days** of receiving a valid complaint, the Seller will replace the product or refund the full amount paid with contract termination. If the complaint is found invalid (i.e., rejected), the Seller will inform the Buyer within **15 days** of receipt of the complaint.
The Seller will accept the return of damaged, defective, or incorrectly delivered goods at its own expense if the complaint is justified and provided that the Buyer has not affected the integrity, damage, or any defect of the goods.
In the case of a justified complaint, the Seller bears **all** costs of replacement with a new product.
If the Buyer wishes to exchange a **fault-free** product, the Seller will effect the exchange provided the product is undamaged, unused, and its value has not been diminished in any way. In such a case, the Buyer bears the costs of return and re-delivery.
IX. Duration of the Contract
The contract concluded by the Buyer with the Seller is a one-off distance sales contract that is consummated by delivery of the goods and payment by the Buyer, unless terminated. These Terms of Purchase form an integral part of the contract.
X. Use and Protection of Personal Data
The Seller processes personal data in accordance with **Regulation (EU) 2016/679** of the European Parliament and of the Council of 27 April 2016 (GDPR) and other applicable regulations (General Data Protection Regulation).
I. General
The website **[www.im-mutes.hr](http://www.im-mutes.hr)** is owned by: **I.M., obrt za usluge, vl. Igor Mrnjavčić, Gradečka ulica 52, Vrbovec, Croatia**.
All materials available on the **[www.im-mutes.hr](http://www.im-mutes.hr)** website are the exclusive intellectual property of **I.M., obrt za usluge, vl. Igor Mrnjavčić** and may be used solely with the express authorization of the holders of copyright and/or trademark/design rights.
**I.M., obrt za usluge, vl. Igor Mrnjavčić** enables the use of the services and content of the **[www.im-mutes.hr](http://www.im-mutes.hr)** website as regulated by these Terms of Purchase.
These Terms of Purchase form part of the Seller’s obligations under the Croatian **Consumer Protection Act** and are intended to clearly and comprehensibly inform the Buyer—prior to concluding a distance contract—of a number of circumstances relevant to the conclusion, performance, and termination of the contract, all in accordance with the applicable legislation.
The term **Seller** refers to **I.M., obrt za usluge, vl. Igor Mrnjavčić**.
The term **Buyer** also refers to: the typical consumer (a natural person who, outside any business activity, orders and pays for any product via the web shop services available on the Seller’s website), as well as artisan traders, sole traders, and natural persons performing business activities (who are protected by the Consumer Protection Act only when purchasing products unrelated to their business activities), and all other buyers, such as legal entities.
When selling via the **[www.im-mutes.hr](http://www.im-mutes.hr)** website, the Seller acts in its own name.
These Terms of Purchase constitute part of the distance contract together with the specifications and price(s) of the purchased product(s). Before confirming an order for the purchase of a specific product, the Buyer will be required to accept/confirm familiarity and agreement with these Terms. After order confirmation (contract conclusion), the Terms will be delivered to the Buyer in the body of the email confirming that the contract has been concluded. The Seller reserves the right to amend the Terms at any time, with such amendments taking effect upon publication on this website.
When the Buyer confirms and completes the order, the contract is concluded. The Seller will immediately notify the Buyer by email that the contract has been concluded.
A validly concluded contract requires that the Buyer has full legal capacity.
The Buyer is responsible for the completeness and accuracy of the data entered during registration.
These Terms of Purchase are divided into the categories/information set out below.
Access to **[www.im-mutes.hr](http://www.im-mutes.hr)** may occasionally be unavailable due to works, maintenance, or the introduction of new content, as well as unforeseen circumstances beyond the Seller’s control, which the Seller will endeavor to resolve as soon as possible.
II. Main Characteristics of the Goods
The main characteristics of the goods are presented descriptively and with photographs, based on the product database.
Product photographs are illustrative in nature and may not in all details correspond to the products subject to the order. The Seller specifically points out that the visual identity of a product shown in photographs may differ from the actual appearance of the product—especially due to the Buyer’s monitor settings, differences in color perception on screen, etc. In the event of such discrepancies between the product shown and the delivered product, this does **not** constitute a defect of the product.
Information on products (product description, price, etc.) displayed on **[www.im-mutes.hr](http://www.im-mutes.hr)** may be subject to bugs, application malfunctions, other technical irregularities, typographical errors, etc. In the event of obvious errors or inaccuracies in the product information displayed on **[www.im-mutes.hr](http://www.im-mutes.hr)**, the Seller reserves the right to unilaterally terminate the contract.
Only products indicated in the order as available may be ordered. Due to a high volume of orders submitted simultaneously on **[www.im-mutes.hr](http://www.im-mutes.hr)**, the availability information may not match the actual stock status.
If the ordered product is not available in stock, the Seller will inform the Buyer that the product is currently unavailable, indicate the lead time, and offer the possibility to purchase an alternative product available on **[www.im-mutes.hr](http://www.im-mutes.hr)** that most closely matches the characteristics of the unavailable product.
III. Product Prices
Prices displayed on **[www.im-mutes.hr](http://www.im-mutes.hr)** are expressed in euro (€). Delivery costs are **not** included in product prices and are charged separately, except for orders above a specified amount where delivery is free, all as indicated in these Terms of Purchase.
Before confirming the order, the price of the product, the delivery cost (if applicable), VAT (if the Seller is obliged to charge VAT), and the final total price will be shown separately so that the Buyer can see the final amount payable.
For payments made by e-banking or general payment slip, payment/banking transaction fees are not included in the price.
IV. Delivery Costs
Delivery costs are communicated at the time of ordering for each individual product, as well as the total shipping costs when ordering multiple products.
**Delivery Zones and Rates**
**Zone 1 – Republic of Croatia**
Delivery is charged as follows:
* GLS delivery: **€5.00**
* BOXNOW delivery: **€2.00 – €3.00** (price depends on parcel size)
* For orders over **€100.00**, delivery is free of charge.
**Zone 2 – European Union**
* Delivery is charged **€20.00**.
* For orders over **€150.00**, delivery is free of charge.
V. Costs of Using Means of Distance Communication
The Seller does not charge any additional fees for the use of means of distance communication.
VI. Terms and Deadlines of Payment, Delivery Conditions, and Delivery Time
Products are ordered by selection, using the menu, and completing the electronic form. The Buyer may order and purchase products as a registered or unregistered user. A product is considered ordered once the Buyer completes the entire ordering process.
**Payment methods:**
* Online card payment (Maestro, MasterCard, Visa, Visa Electron, VPAY, JCB, American Express)
* Cash on delivery
* Bank transfer
* Google Pay
* Apple Pay
For credit card payments, payment must be made no later than within the period indicated in the email confirming that the contract has been concluded.
Regarding card payments, the Seller emphasizes that the card payment system is integrated on the website. After selecting **“Card Payment”**, fields will open for entering card details. Card and cardholder data are not stored on the Seller’s servers. If the system declines card authorization, another payment method must be selected. The Seller does not have information on the reasons for declined card authorization, which may be technical or business in nature.
If the Buyer does not receive confirmation that the contract has been concluded after completing the order, it is suggested to check:
* whether the message is in the Junk/Spam folder;
* whether the mailbox is full.
If payment is not made within the specified period, the Seller will also act on a subsequently made late payment by delivering the purchased products. If delivery cannot be performed for justified reasons, the Seller will unilaterally terminate the contract and refund the amount paid.
If payment is duly executed and visible on the Seller’s account, the Seller will proceed with delivery of the ordered products. The invoice will be included in the shipment with the goods.
Ordered products are delivered throughout the **Republic of Croatia** and the **European Union**. Deliveries within Croatia are made via **GLS** and **BOXNOW**. EU deliveries are made via the selected courier service.
Parcels are carefully packed, and the delivery service strives to meet all expectations.
Delivery will take place no later than **20 business days** from the date the payment is visible on the Seller’s account. If delivery of the selected product becomes impossible because the product is no longer available, the Seller must immediately inform the Buyer; the Buyer then has the right to terminate the contract and request a refund, or to accept a later delivery date. Refunds can be expected in the Buyer’s account within **3 business days**.
Whenever possible, all ordered items will be delivered in a single parcel. If stock conditions prevent this, the Seller reserves the right to deliver in multiple shipments.
Delivery is carried out in accordance with the courier’s terms of service and is deemed completed at the moment the product is handed over to the courier.
After the goods are handed over to the courier, a tracking number will be sent to the Buyer’s email address to check the shipment status and estimated delivery time.
The Seller cannot influence the speed of delivery or any complications related to delivery caused by the courier service. For each shipment, the Buyer confirms receipt by signing the delivery note upon delivery.
For islands covered by **GLS**, delivery will be made according to the published schedule. For all other islands not covered by GLS, the Seller will ship via **Croatian Post (HP)**.
If a product sent to the Buyer is returned because the courier was unable to deliver it, the Buyer will be notified by email and offered the option to have the ordered product re-sent to the Buyer’s/recipient’s address upon the Buyer’s emailed request.
If the Buyer does not respond to the email within **3 days** and does not choose one of the offered options, the ordered product will be sent again to the Buyer’s address by the courier service.
When the Seller delivers the product via a courier service, the Buyer is obliged to accept it by signing the delivery note, thereby confirming proper delivery.
If the Buyer orders goods and refuses to accept them, the Seller has the right to withhold from the paid purchase price an amount equal to the delivery costs and other handling charges according to the delivery price list.
**The following are not counted toward delivery deadlines:**
* the day the order/request is received;
* delays due to an incorrect or incomplete Buyer address;
* delays due to force majeure or other reasons not attributable to the Seller;
* non-working days if they represent the beginning or end of the deadline.
If the ordered product is paid by **cash on delivery**, the Seller will deliver the goods within the above deadlines, which run from the order confirmation date. The Buyer is obliged to make payment upon, or immediately prior to, taking delivery of the goods.
VII. Unilateral Termination of the Contract
Only a Buyer who has concluded a distance contract in the manner described above has the right, without stating reasons, to unilaterally terminate the contract within **15 days**. The 15-day period begins on the day the goods that are the subject of the contract are handed over into the possession of the Buyer or a third party designated by the Buyer who is not the carrier/courier. If, in one order, the Buyer has ordered several items to be delivered separately, or if the goods are delivered in several pieces or shipments, the period begins on the day the last item or the last shipment is handed over into possession.
If the Seller does not inform the Buyer of this right, the Buyer’s right to unilaterally terminate expires **12 months** after the end of the regular termination period (i.e., 12 months after the 15-day period provided for regular termination in the case of proper notice). If the notice of the right to unilateral termination is provided within that 12-month period, the right to unilateral termination expires **15 days** from the day the Buyer receives such notice.
Before the expiry of the termination period, the Buyer must inform the Seller of their decision to terminate the contract—this may be completed electronically and sent to the following email address: **[info@im-mutes.hr](mailto:info@im-mutes.hr)**. The Seller will promptly send an acknowledgment of receipt of the notice of unilateral termination by email.
If you unilaterally terminate this Contract, we will refund all payments received from you, including delivery costs, without undue delay and no later than **15 days** from the day we received your decision to terminate the contract. **Return shipping costs are borne by the Buyer.** The refund will be made using the same means of payment used for the initial transaction. We may withhold the refund until we have received the goods back or until you provide proof that you have sent the goods back, whichever occurs first. You must return the goods immediately, and no later than **15 days** from the day you sent us your decision to terminate. Please return the goods by traceable post to:
**I.M., obrt za usluge, vl. Igor Mrnjavčić
Gradečka ulica 52, 10340 Vrbovec, Croatia**
You will be deemed to have fulfilled your obligation on time if, before the expiry of the above period, you send the goods back in a verifiable manner (e.g., registered shipment). You are responsible for any diminished value of the goods resulting from handling other than that necessary to establish the nature, characteristics, and functioning of the goods. If the product is returned defective, with major damage, or without parts and documentation—and if such items are not subsequently provided within **8 days**—it shall be deemed that the Buyer has not fulfilled the obligation to return the goods, and the Seller shall not be obliged to refund the amount paid.
**The Buyer does not have the right to unilaterally terminate the contract if:**
* the Seller has fully performed a service, and performance began with the Buyer’s express prior consent and confirmation that they are aware of losing the right to unilateral termination once the service is fully performed;
* the subject of the contract is goods or services whose price depends on fluctuations in the financial market beyond the Seller’s control that may occur during the termination period;
* the subject of the contract is goods made to the Buyer’s specification or clearly personalized;
* the subject of the contract is perishable goods or goods with a short shelf life;
* the subject of the contract is sealed goods not suitable for return for health or hygiene reasons, if unsealed after delivery;
* the subject of the contract is goods which, by their nature, become inseparably mixed with other items after delivery;
* the subject of the contract is the supply of alcoholic beverages whose price was agreed at the time of contract conclusion, with delivery possible only after 30 days, and whose price depends on market fluctuations beyond the trader’s control;
* the Buyer specifically requested a visit by the Seller to carry out urgent repairs or maintenance; if, during such a visit, in addition to the services expressly requested by the Buyer, the Seller provides additional services or supplies goods other than those necessary for urgent repairs or maintenance, the Buyer has the right to unilateral termination only in relation to those additional services or goods;
* the subject of the contract is the supply of sealed audio or video recordings, or computer software, that were unsealed after delivery;
* the subject of the contract is the supply of newspapers, periodicals, or magazines, except for subscription contracts for such publications;
* the contract was concluded at a public auction;
* the subject of the contract is the provision of accommodation not intended for residential purposes, the transport of goods, car rental services, the supply of food and beverages, or services related to leisure activities, where the contract provides for a specific date or period of performance;
* the subject of the contract is the supply of digital content not supplied on a tangible medium, if performance began with the Buyer’s express prior consent and confirmation of awareness that this results in loss of the right to unilateral termination.
VIII. Liability for Material Defects / Complaints
The Seller is liable for material defects in the goods sold on its website in accordance with the applicable laws of the Republic of Croatia, in particular the **Obligations Act**.
Ordered products are packaged to prevent damage under normal handling during transport/delivery.
If a shipment is damaged in transit, such damage is visible upon receipt; in that case, we suggest that the Buyer **does not accept** the shipment. Please contact us so that we can promptly check the status and send a replacement.
Upon receipt, verification of the order’s correctness is the Buyer’s responsibility. The Buyer must compare the received items with the invoice; if anything is missing, the Buyer must immediately submit a written complaint, as subsequent complaints will not be accepted.
In the event of a visible defect upon delivery, the Buyer is not obliged to accept the product, may refuse receipt, and does not bear delivery costs for such product. Products duly received by the Buyer are deemed to have had no visible defects. The Buyer has the right to complain regarding material defects within the time limits and for the reasons prescribed by the Obligations Act and related regulations.
Complaints may be submitted by email to info@im-mutes.hr or in writing to:
**I.M., obrt za usluge, vl. Igor Mrnjavčić, Gradečka ulica 52, 10340 Vrbovec, Croatia** (subject: “Complaint”).
To expedite identification of the specific order, Buyers are kindly asked to state the order number, invoice number, or their username in the complaint.
The Buyer is entitled to a justified complaint and to return of goods in the following cases:
* delivery of goods not ordered;
* delivery of goods past their expiry date;
* delivery of goods with defects or damage not caused during transport.
If the product has a hidden defect (a defect not discoverable by ordinary inspection on receipt) discovered upon opening, the Buyer is entitled to unilateral termination and a refund, product replacement, defect removal, or price reduction.
The Seller will consider a complaint valid if, upon inspection, the product meets the conditions for complaint under the Obligations Act and the Consumer Protection Act. In such a case, within **15 days** of receiving a valid complaint, the Seller will replace the product or refund the full amount paid with contract termination. If the complaint is found invalid (i.e., rejected), the Seller will inform the Buyer within **15 days** of receipt of the complaint.
The Seller will accept the return of damaged, defective, or incorrectly delivered goods at its own expense if the complaint is justified and provided that the Buyer has not affected the integrity, damage, or any defect of the goods.
In the case of a justified complaint, the Seller bears **all** costs of replacement with a new product.
If the Buyer wishes to exchange a **fault-free** product, the Seller will effect the exchange provided the product is undamaged, unused, and its value has not been diminished in any way. In such a case, the Buyer bears the costs of return and re-delivery.
IX. Duration of the Contract
The contract concluded by the Buyer with the Seller is a one-off distance sales contract that is consummated by delivery of the goods and payment by the Buyer, unless terminated. These Terms of Purchase form an integral part of the contract.
X. Use and Protection of Personal Data
The Seller processes personal data in accordance with **Regulation (EU) 2016/679** of the European Parliament and of the Council of 27 April 2016 (GDPR) and other applicable regulations (General Data Protection Regulation).